FAQ

Frequently asked questions 

Classics

Register easily and for free via app or website. Bikes can be rented via the nextbike app, the hotline* or Bike-Computer.

 

*For Registration via Hotline we charge a service fee of € 3.

Bikes can be returned at official stations. If the station has no vacant slots you can lock the bike right next to the station for return. On the location map in your nextbike app or the website you can easily see where the next station is.

E-bikes and e-cargobikes can only be returned at marked PLUS-Stations. They have to be pushed into a charging stand. If none is free, place the bike next to it.

Bikes may only be returned in the system in which they were rented. The return of bikes offside an official station will result in at least 20€ service fees.

The return process differs depending on the bike type and system type. Place the bike at an official station and lock it. Confirm the return afterwards.

Bikes with fork lock at the front and Bike-Computer:

If the bike has a Bike-Computer and a fork lock, close the lock and confirm the return on the Bike-Computer by pressing 'OK'.

Bikes with frame lock on the back*:

If the bike has a frame lock on the back, close the lock by pressing it down. The bike is automatically returned.

In all cases, use an app to check whether the return was successful you can find this information in the rental-activities section and inform customer service immediately if this is not the case.

You can reach the customer service via kundenservice@nextbike.de or nextbike@klagenfurt.at or via hotline +43 463 537 3333

* Bikes with framelocks cannot be returned via hotline.

Smartbikes (1.0 and 2.0):

The costs for the normal rate are € 1 per 30 minutes. The 24-hours fare (valid from the fifth hour) is charged € 13.

The discount rate can be purchased for € 49 per year. The first 30 minutes per rental are for free, every further 30 minutes are charged with € 1. The discount rate includes a reduced 24-hours fare of € 9.

E-bikes and e-cargobikes have a different pricing. E-bikes cost 1,80 € per 30 minutes, with a 24 hour fare of 20 € and e-cargobikes 2 € per 30 minutes with a 24-hour fare of 25 €. The discount rate is not applicable for e-bikes, instead monthly tariffs are available for e-bikes and e-cargobikes.

E-bikes: 10 € / month. The first 30 minutes are free, every further 30 minutes cost 1,80 €, the 24-hour fare is 15 €.

E-cargobikes: 12 € / month. The first 30 minutes are free, every further 30 minutes cost 2 €, the 24-hour fare is 20 €.

You can reach the customer service via kundenservice@nextbike.de (rental questions) or nextbike@klagenfurt.at (general questions) or via hotline +43 463 537 3333.

Please contact our customer service by phone or email to correct any miscalculations. Please provide us with all necessary information about the rental / tariff / customer account in order to be able to understand the case. To adjust the costs we need information of the bike number, the duration of the rental and the return location.

You can reach the customer service via kundenservice@nextbike.de (rental questions) or nextbike@klagenfurt.at (general questions) or via hotline +43 463 537 3333.

Nextbike is available in over 300 cities and more than 26 countries on four continents, including Berlin, Warsaw, Budapest, Glasgow and Riga. You can find a complete overview of nextbike's locations at nextbike.de/locations.

Please report failed returns immediately to our customer service via the hotline via +43 463 537 3333 and have the bike number, the parking location and the actual use time ready. Our customer service will end the rental for you and adjust the rental fees accordingly.

A service fee of at least 20 € is charged if you return your bike offside an official nextbike station. This is necessary because our employees need to find and transport the bike back to an offical station. 

If you have returned the bike incorrectly, you can avoid the €20 fee by renting the bike again and returning it correctly. The two rentals of the same bike will then be merged. In concrete terms, this means that the final loan period is calculated from the start time of the first loan and the return time of the second loan. The break between the two rentals is then also added to the journey time. The 20 € for incorrect return will be deleted.

First check whether a spoke is blocking the lock by turning the rear wheel slightly. Then open it again via the app.

If the frame lock does not open even after another attempt to open it via the app, our system automatically detects this after three minutes and cancels the rental. No costs will apply. Please check the cancellation in your app and contact our customer service if it is still active after three minutes.

All answers to your questions

Registration

You can sign up with nextbike via the website, app or via the hotline. A service fee of 3 € is charged only for registration via hotline. 

To activate your customer account, you need to deposit a credit of 1 €. This is for verification purposes of your means of payment only. You can transfer the deposit or debit it from your credit card and use it later as starting credit.

After successful debiting via credit card, your customer account will be activated immediately. If you make a bank transfer, your account will be activated after two to four days, depending on the bank.

To verify your payment method and to activate your account, your bank account will be debited with 1 €. However, this is not a registration fee, but can be used as your starting credit. This €1 will be charged as well when changing the means of payment in order to verify the new means of payment as well.

Customer account

You can easily change your phone number in your customer account on our website. Log in, click on "User Settings" and enter your new mobile phone number. Click on "Save changes". This function is not available in the app. Per customer account only one mobile phone number can be used.

You can easily cancel your account in your customer account via the website. Log in and click on "Close account". Remaining credit will be automatically refunded.

Alternatively you can send us your cancellation by e-mail to kundenservice@nextbike.de or by post (nextbike GmbH, Erich-Zeigner-Allee 69-73, 04229 Leipzig).

To process your cancellation by email or post, we need your name and the telephone number linked to your customer account.

Any remaining credit will be refunded. Exceptions to this are usually travel credits acquired through loyalty programmes or similar. This cannot be paid out.

 

If you have specified a credit card as the payment method, the fees for your trips will usually be debited 24 hours after your rental.

With the direct debit payment method, we debit the open fees monthly from your bank account.

You can view your rental history and invoices in your customer account at any time. Log in via the website. Please note that invoices are only available after the end of the month.

You can reach the customer service via kundenservice@nextbike.de (rental questions) or nextbike@klagenfurt.at (general questions) or via +43 463 537 3333.

Please contact our customer service by phone or email to correct any miscalculations. Please provide us with all necessary information about the rental / tariff / customer account in order to be able to understand the case. To adjust the costs we need information of the bike number, the duration of the rental and the return location.

You can reach the customer service via kundenservice@nextbike.de (rental questions) or nextbike@klagenfurt.at (general questions) or via hotline +43 463 537 3333.

Probably open sums could not be debited from your bank account or there is no means of payment deposited. Please check this in your customer account and contact customer service if in doubt by e-mail at kundenservice@nextbike.de or nextbike@klagenfurt.at or by calling the hotline at +43 463 537 3333.

If your account goes into the red because open sums cannot be debited, your account will be temporarily deactivated until the open sum has been paid. Please check if you have a valid means of payment. If we cannot debit EU direct debit, there will be an additional return debit of approx. 10 €.

A service fee of at least 20 € is charged if you return your bike offside an official nextbike station. This is necessary because our employees need to find and transport the bike back to an offical station.

If you have returned the bike incorrectly, you can avoid the €20 fee by renting the bike again and returning it correctly. The two rentals of the same bike will then be merged. In concrete terms, this means that the final loan period is calculated from the start time of the first loan and the return time of the second loan. The break between the two rentals is then also added to the journey time. The 20 € for incorrect return will be deleted.

You can download your invoices after the end of the respective month in your customer account via the website under "Account status".

Rent, park and return

Bikes can be returned at official stations. If the station has no vacant slots you can lock the bike right next to the station for return. On the location map in your nextbike app or the website you can easily see where the next station is.

E-bikes and e-cargobikes can only be returned at marked PLUS-Stations. They have to be pushed into a charging stand. If none is free, place the bike next to it.

Bikes may only be returned in the system in which they were rented. The return of bikes offside an official station will result in at least 20€ service fees.

The return process differs depending on the bike type and system type. Place the bike at an official station and lock it. Confirm the return afterwards.

Bikes with fork lock at the front and Bike-Computer:

If the bike has a Bike-Computer and a fork lock, close the lock and confirm the return on the Bike-Computer by pressing 'OK'.

Bikes with frame lock on the back*:

If the bike has a frame lock on the back, close the lock by pressing it down. The bike is automatically returned.

In all cases, use an app to check whether the return was successful you can find this information in the rental-activities section and inform customer service immediately if this is not the case.

You can reach the customer service via kundenservice@nextbike.de or nextbike@klagenfurt.at or via hotline +43 463 537 3333

* Bikes with framelocks cannot be returned via hotline.

Yes, bikes can alternatively be rented and returned via the hotline or Bike-Computer.

.

Yes, you can.

Bikes with fork lock at the front and Bike-Computer:

If the bike has a Bike-Computer and a fork lock on the front, activate the park mode. To do so, briefly touch the Bike-Computer to wake it up, then press the 'C' button, close the fork lock and confirm the park mode again with 'C'. To continue cycling, enter the lock code again into the Bike-Computer and press 'OK'.

Bikes with frame lock on the back:

If the bike has a frame lock on the back, you activate the park mode in the app and then close the lock (attention: If you close the lock before the park mode has been activated, the bike will be returned immediately). To continue cycling, end the park mode in the app and the lock will open automatically. Never end the park mode from afar.

Please notice that the rental keeps active in park mode.

All stations are marked on the map in the app or on the website with large markers (the small markers mark individual bikes). 

The bike can only be returned in the city where you rented it. 

Place the bike at an official station and lock it. At bikes with fork lock on the front and a Bike-Computer you need to confirm the return on the Bike-Computer with the 'OK' button after it is locked. If the station is full, place the bike next to it, lock it and return in the same way.

As a general rule, nobody should be hindered by the parked bike.

Please note the following:
The bike may not be parked or returned:
a) at traffic lights
(b) parking ticket machines or parking meters
(c) at road signs
d) on sidewalks, if this results in a passage width of less than 1.50 m
(e) in front of, at and on escape routes and firefighter access zones
(f) where this conceals the stationary advertising of a third party
(g) by locking to fences of private or public houses and establishments
(h) on public transport platforms and bus platforms
(i) at public bicycle racks

Please report the failed return promptly to our customer service and have the bike number, the return location and the actual use time ready. Our customer service will end the rental for you and adjust the rental fees accordingly. You can reach our customer service by e-mail  kundenservice@nextbike.de or nextbike@klagenfurt.at or by calling the hotline at +43 463 537 3333. 

With your nextbike account you can use almost all nextbike affiliated bike sharing systems worldwide. However, for some systems a second registration in the respective system is necessary. This applies to the MVG-Rad Munich, VAG_Rad Nuremberg, Mol Bubi Budapest / Hungary, Sitycleta / Las Palmas de Gran Canaria and Bilbaobizi in Bilbao / Spain. In some systems, bikes can be rented without re-registration, but only via the local app. This applies to Veturilo Warsaw / Poland, among others.

You can rent up to four bikes at a time using one customer account. Booked tariffs and special conditions mostly apply to the first bike only.

Defects can easily be reported to our customer service via the feedback function of the app, hotline or e-mail. Please check the bike for obvious defects before starting your journey or before renting it and inform us of any damage so that the bikes can be locked and repaired as quickly as possible. If you went off with a bike and only then notice a defect, end your ride and call our service. Only then can we cancel the ride and register the bike for repair.

Unfortunately, we cannot refund any fees if you have continued using the bike despite obvious defects.

If you return your bike without permission, a service fee of at least 20 € will be charged. 

If you have returned the bike incorrectly, you can avoid the €20 fee by renting the bike again and returning it correctly. The two rentals of the same bike will then be merged. In concrete terms, this means that the final loan period is calculated from the start time of the first loan and the return time of the second loan. The break between the two rentals is then also added to the journey time. The 20 € for incorrect return will be deleted.

First check whether a spoke is blocking the lock by turning the rear wheel slightly. Then open it again via the app.

If the frame lock does not open even after another attempt to open it via the app, our system automatically detects this after three minutes and cancels the rental. No costs will apply. Please check the cancellation in your app and contact our customer service if it is still active after three minutes.

Tariffs and conditions

Smartbikes (1.0 and 2.0): The costs for the normal rate are € 1 per 30 minutes. The 24-hours fare (valid from the fifth hour) is charged € 13.

The discount rate can be purchased for € 49 per year. The first 30 minutes per rental are for free, every further 30 minutes are charges with € 1. The discount rate includes a reduced 24-hours fare of € 9.

Tariffs usually apply only to the first bike, should several bikes be rented at the same time.

E-(cargo)bikes: E-bikes and e-cargobikes have a different pricing. E-bikes cost 1,80 € per 30 minutes, with a 24-hour fare of 20 € and e-cargobikes 2 € per 30 minutes with a 24 hour fare of 25 €. The discount rate is not applicable for e-bikes, instead monthly tariffs are available for e-bikes and e-cargobikes.

E-bikes: 10 € / month. The first 30 minutes are free, every further 30 minutes cost 1,80 €, the 24-hour fare is 15 €.

E-cargobikes: 12 € / month. The first 30 minutes are free, every further 30 minutes cost 2 €, the 24-hour fare is 20 €.

The first 30 minutes per rental are included. This rate is particularly suitable for commuters and frequent bikers. 

E-bikes and e-cargobikes are not included in the discount package, those have separate monthly tariffs.

Tariffs that don't prolong automatically do not have to be cancelled. Tariffs with automatic renewal can be cancelled in due course by app or email to kundenservice@nextbike.de.

Links to partners in order to take advantage of special conditions can be viewed via the "Wallet section" in the customer account in the nextbike app under options. These are usually done by registering with a specific email address, e.g. the university email address or a work email address, or individually created voucher codes. If you are interested in a  cooperation with nextbike Klagenfurt, please contact our nextbike Klagenfurt team via e-mail nextbike@klagenfurt.at or via phone 0463 537 4886.

Unfortunately nextbike Klagenfurt does not offer a special price for students yet. But our discount rate for 49 € / year might be an alternative for you. The first 30 minutes of your rental are for free, each additional 30 minutes costs 1 €. The discount rate also includes a reduced 24-hours fare of 9 € (applies from the 5th hour). The discount rate can be purchased via nextbike app or our website.

Redeeming a voucher that you got from a special promotion is easy:

Via App: Login -> Menu -> Account Settings -> Redeem Voucher -> Enter code

Via Website: Login -> My account -> Voucher -> Enter code

Prerequisite is a free registration at nextbike Klagenfurt and deposit of a valid means of payment via bank transfer (2-4 days) or credit card (immediately).

Unless otherwise stated, special conditions through partner cooperations apply only in the respective city or in the respective network system. Furthermore, the discount mostly only applies to the first bike if several bikes are rented in parallel.

Our bikes

Nextbike has several bike types. You can differentiate between bikes by lock type. Bikes can have fork locks on the front fork and a Bike-Computer (SMARTbikes 1.0) or frame locks on the back wheel (SMARTbikes 2.0/ECObikes). 

Additional there are bikes which are equipped with a tow hitch for trailers. At the corresponding PLUS-stations the rental of e-bikes and e-cargobikes is possible.

The maximum load of our bikes and e-bikes is 100 kg, of which a maximum of 15 kg may be transported in the basket.

Find the information about the maximum load for e-cargobikes on the stickers on the transport boxes.

As a rule, nextbike does not offer any accessories. Exception: The station hi Harbach where a rental of a trailer is possible. Please notice that you need a bike which is equipped with the trailer hitch.